[Hiring] Systems Support Lead @HighLevel

Role Description

HighLevel is seeking a proactive and assertive Systems Support Lead to join our global IT team. This is a critical leadership role responsible for the global hardware asset management lifecycle, advanced End-User Computing (EUC) support, and providing technical guidance to the support team. You will be instrumental in driving process improvements, leading asset management audit efforts, and managing key third-party vendor relationships for asset logistics. This role requires an assertive leader who can take ownership and drive the team's success in a fast-paced, remote environment.

What You’ll Be Doing:

• Team Leadership & Vendor Management
  • Leadership: Lead the day-to-side operations of the Systems Support team, ensuring high-quality service delivery and SLA compliance.
  • Mentorship: Coach, mentor, and provide advanced escalation support to Tier 1 and Tier 2 team members.
  • Vendor Coordination: Serve as the primary point of contact and manage relationships with third-party vendors for asset dispatch, recovery, and other logistical operations.
  • Process Improvement: Drive the development and implementation of technical procedures and workflows to enhance team efficiency and security.
• Asset Management & Operations
  • Inventory Control: Own the end-to-end hardware asset management lifecycle, including procurement, deployment, inventorization, and disposal.
  • Audit Compliance: Lead and support internal and external asset management audit activities, ensuring compliance and accurate reporting.
  • Deployment: Support the deployment of all hardware, including MacBooks, peripherals, and networking gear.
• Advanced EUC & System Administration
  • Escalation Management: Own and resolve advanced tickets focused on remote desktop environments and complex business application issues.
  • Mac Estate: Troubleshoot and resolve OS-level issues within a heavy macOS environment.
  • SaaS Administration: Support end users and manage configurations for core collaboration tools including Zoom and Slack.
  • MDM & Deployment: Manage device enrollment and policy enforcement through Apple Business Manager (ABM) and MDM platforms (e.g., Addigy).
  • System Administration: Possess strong system administration experience in either Windows or Google Workspace environments.
  • Documentation: Maintain clear technical documentation, SOPs, and knowledge base articles for recurring issues.
• Security Operations
  • Endpoint Security: Support user end-point security initiatives, including expertise and familiarity with SWG, CASB, ZTNA (e.g., ZScaler/Netskope), and NGAV.

Qualifications

• 7+ years of IT support experience, with 2+ years in a team lead or supervisory role, in a fast-paced global corporate environment.
• Proven ability to lead a technical support team and demonstrate a proactive, assertive leadership style.
• Very good experience owning and managing the entire hardware asset lifecycle (procurement, inventory, disposal, audit).
• Experience working with third-party vendors for dispatch and pick-up of IT assets.
• Extensive hands-on experience supporting and troubleshooting macOS hardware/software, and system administration experience in either a Google Workspace or Windows environment.
• Direct experience with Apple Business Manager and MDM platforms (Addigy strongly preferred).
• Proven ability to support Enterprise Zoom and Slack environments.
• Solid understanding of TCP/IP, DNS, DHCP, VLANs, and switching.
• Familiarity with user endpoint security agents like SWG, CASB, ZTNA, and NGAV.

Preferred Qualifications

• CompTIA Network+, CCNA, or equivalent networking credentials.
• Experience with ITGC or SOX compliance related to asset management or access control.
• Experience in managing GWS.